Truist Head Digital Workplace 

United States, North Carolina, Charlotte 

337525159

Regular or Temporary:

English (Required)

1st shift (United States of America)TThe Head of Digital Workplace will define and lead the strategic vision, development, and delivery of end-to-end digital workplace services. This executive role ensures exceptional employee experiences and seamless operations for all end-user and branch-facing technologies. The position oversees IT Service Desk, End User Experience, Branch Technology Experience, Collaboration Services, Productivity Services, Audio-Visual/Broadcast Services, and other associated technologies to enable a modern, productive, and connected workforce.

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

Strategic Leadership:
1. Develop and execute a comprehensive digital workplace strategy: Align the strategy with organizational goals, ensuring it supports the overall business objectives and drives digital transformation.
2. Drive innovation and transformation initiatives: Identify and implement cutting-edge technologies and processes to enhance digital workplace capabilities, fostering a culture of innovation and continuous improvement.
3. Foster a culture of strategic thinking: Encourage team members to think strategically and proactively, promoting a mindset of continuous improvement and long-term planning.
4. Collaborate with senior leadership: Work closely with the executive team to ensure alignment of digital workplace initiatives with broader organizational strategies and goals.
5. Monitor and evaluate performance: Establish key performance indicators (KPIs) and metrics to assess the effectiveness of digital workplace strategies, making data-driven decisions to optimize performance.
6. Lead change management efforts: Develop and implement change management plans to ensure smooth adoption of new technologies and processes, minimizing disruption and maximizing employee engagement.

IT Service Desk

4. Oversee the management and enhancement of IT support services to ensure high-quality service delivery.
5. Implement and refine processes to drive efficiency and improve first-call resolution.
6. Monitor KPIs and SLAs, identifying areas for continuous improvement.
7. Introduce self-service and automation tools to empower users and reduce service desk workloads.

End User Experience
8. Develop strategies to measure and improve end-user satisfaction with IT services.
9. Drive initiatives that ensure smooth onboarding and day-to-day technology usage for employees.
10. Provide proactive support to minimize downtime and disruptions.
11. Stay updated on industry trends and new technologies to enhance user experiences.

Branch Experience Services
12. Oversee technology implementation and maintenance within branch environments.
13. Work with cross-functional teams to design and deliver seamless digital interactions for branch staff and customers.
14. Ensure branch devices and systems are secure, efficient, and aligned with corporate standards.

Productivity Services
18. Manage and optimize core productivity platforms (e.g., Office 365, etc.).
19. Identify opportunities to streamline workflows and enhance productivity across the organization.
20. Implement tools and resources that empower employees to work smarter and more efficiently.

Audio-Visual / Broadcast Services
21. Oversee the design, implementation, and support of AV systems across meeting rooms, huddle spaces, and event venues.
22. Manage live streaming, broadcasting, and recording for internal and external events.
23. Ensure consistent performance and reliability of AV technologies

Third-Party Outsourcing:
24. Define and manage third-party outsourcing strategies to support digital workplace services.
25. Oversee the selection, negotiation, and management of third-party vendors and contracts.
26. Ensure third-party services align with organizational goals and deliver high-quality outcomes.

Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree in Information Technology, Computer Science, or related field
2. 15+ years of experience in IT leadership roles, with a focus on end-user services and workplace technology
3. Expert knowledge of ITIL practices and service delivery models
4. Expertise in end-user technologies, collaboration platforms, AV systems, and branch-level IT solutions
5. Proven experience driving technology adoption and change management in large organizations
6. Excellent communication, leadership, and stakeholder management skills

Key Competencies
1. Customer-Centric Mindset: A commitment to enhancing the user experience.
2. Strategic Thinking: Ability to align workplace services with organizational goals.
3. Technological Expertise: Up-to-date knowledge of digital workplace technologies.
4. Collaboration: Strong team player capable of partnering with various departments.
5. Problem Solving: Adept at identifying challenges and implementing effective solutions.

Preferred Qualifications:

1. Master's degree